Program design & execution
Strategic Customer Review Program
Designed and led a cross-functional executive engagement program to strengthen relationships with the company's highest-value customers during a major platform transformation, creating the planning processes, preparation materials, and operational structure required to support consistent execution.
As the company began transitioning from its long-standing legacy platform toward a new AI-driven offering, maintaining confidence among our highest-value customers became a strategic priority.
This initiative established a structured executive engagement program involving senior leadership, including the COO, CRO, VP of Sales, and Head of Account Management, with the objective of proactively sharing the long-term vision and maintaining close relationships throughout the transition.
My responsibility was to design and coordinate the operational side of the program: creating the rollout plan, developing customer preparation materials, organizing execution, and ensuring executive stakeholders entered each meeting with a clear understanding of the customer's history, priorities, risks, and outstanding issues.
Following each engagement, actions and follow-up activities were tracked to maintain continuity and accountability.
Selected work samples
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Editorial representation of the implementation plan used to coordinate executive participation, customer preparation, meeting cadence, and ongoing operational follow-through across the strategic customer review program.
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Customer preparation framework designed to consolidate account context, JTBD, platform usage, risks, opportunities, and outstanding issues into a single briefing document before executive customer meetings.
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